help desk

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help desk

A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support.


The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)
References in periodicals archive ?
The Duke project does exemplify a larger issue for IHEs: As technology usage grows on campus, how do the roles of help desks change?
IBM's Virtual Help Desk includes 24 hour, seven-day-a-week technical support via the Web.
Tioga's technology and vision are essential in helping us reinvent the Help Desk industry," said Pete McGarahan, senior executive director of Help Desk 2000.
The RightAnswers Unified Knowledge Suite offers help desk and support organizations a level of intimacy between RightAnswers' software, content, and services to ensure an effective start to their self-service initiatives and continually grow an effective knowledge-centric environment.
Help Desk 2000 welcomes Peregrine Systems as its premier partner in our effort to position the Help Desk as the front line command center within companies worldwide," said Cliff Oxford, founder of Help Desk 2000.
In this role, McGarahan will serve as chief advisor, assisting Help Desk 2000 in its effort to enhance member services, expand resources, and offer more education and certification programs.
Addressing the need to automate its help desk operations which included replacing an existing system, Lehigh University selected FootPrints because it was cost-effective, easy-to-deploy, and web-based.
presented the keynote address at the Help Desk '98 conference in Hong Kong.
The 2005 FootPrints(R) User Conference offers an interactive forum for FootPrints customers to learn and exchange help desk and customer service best practices, technologies, and real-world deployments of the award-winning FootPrints product line.
Remote Help Desk is available 24 hours a day, seven days a week, 365 days a year.
com) has announced the addition of The Help Desk Essential Guide to their offering.